Open Jobs Manager Client Services Operations 264628
Open Jobs Manager Client Services Operations 264628
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$ 83810 - 111530
1 Vacancy
Job Description
Job ID:264628
Location Name: FSC REMOTE SF/NY/DC 173(USA0173
Address: FSC Remote CA 94105 United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Digital/ECommerce
Remote Eligible: Yes
Company Overview:
At Sephora we inspire our customers empower our teams and help them become the best versions of themselves. We create an environment where people are valued and differences are celebrated. Every day our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of are united by a common goal to reimagine the future of beauty.
The Opportunity:
The Manager Client Services Operations supports the Senior Manager Operations by focusing on the daily of results via driving metrics and efficient process operations. This role is responsible for ensuring vendor adherence to service levels / targets driving continuous improvement through data analysis auditing and providing actionable feedback. The Manager Operations plays a crucial role in crafting exceptional client experience through evaluating processes and metrics to identify trends bottlenecks and areas for improvement. Through ensuring consistency and compliance this role will optimize operations to drive efficiencies costsavings and proactively address operational challenges. This role requires a deep understanding of daytoday operations strong analytical abilities and clear communication skills to present findings implement recommendations and even support highly complex client issues when needed.
Duties and Responsibilities:
- Drive Results Drive internal and external to achieve metrics aligned with Sephoradefined targets. Conduct regular audits to spotlight and action on performance opportunities. Manage daytoday interactions with BPO and Vendor relationships to ensure results and KPIs are met.
- Process Optimization Define monitor and enhance key performance indicators and quality standards. Conduct trend analyses identify needs and develop strategies to enhance workflows reduce friction and minimize costs. Assist Client Services leadership in disseminating projects and initiatives within the vendors.
- Reporting & Analysis Leverage reporting to analyze operational data interpret trends and develop action plans to implement enhancements. Proactively address operational challenges regularly providing actionable feedback to the vendors.
- Direct Report Development Provide ongoing coaching and mentoring to direct reports fostering their professional development and enhancing their skills to achieve individual and team goals.
- Collaboration & Support Collaborate with crossfunctional teams including Senior leadership internal departments and external vendors to facilitate change management. Serve as a subject matter expert on operational processes to execute on the Client Services vision.
Experience:
- 35 years of experience in contact center leadership or relevant operations
- 4 years in a leadership experience in a metricsdriven environment
- Experience working on operational process improvement projects
Competencies and Skills:
Proven track record of managing vendor performance and standards
Demonstrated ability to make informed decisions manage resources effectively and adapt to changing business needs
Demonstrated ability to manage well under pressure reacting quickly amidst unexpected circumstances
Motivational and dynamic leadership and mentoring style
Exceptional client services skills
Understanding of care center software (e.g. workforce management client relations management) and ability to learn new systems quickly
Strong written and verbal communication skills
Strong analytical and problemsolving skills
Demonstrated integrity professionalism and a constructive approach to challenges
Detailoriented with a high degree of accuracy
Thrives in a fastpaced complex environment
The annual base salary range for this position is $83810.00 $111530.00 The actual base salary offered depends on a variety of factors which may include as applicable the applicants qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate nondiscriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job. Individuals employed in this position may also be eligible to earn bonuses. Sephora offers a generous benefits package to fulltime employees which includes comprehensive health dental and vision plans; a superior 401(k) plan various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program. This job will be posted for a minimum of 5 days.
While at Sephora youll enjoy
- The people. You will be surrounded by some of the most talented leaders and teams people you can be proud to work with.
- The learning. We invest in training and developing our teams and you will continue evolving and building your skills through personalized career plans.
- The culture. As a leading beauty retailer within the LVMH family our reach is broad and our impact is global. It is in our DNA to innovate and at Sephora all 40000 passionate team members across 35 markets and 3000 stores are united by a common goal to reimagine the future of beauty.
You can unleash your creativity because weve got disruptive spirit. You can learn and evolve because we empower you to be your best. You can be yourself because you are what sets us apart. This is the future of beauty. Reimagine your future at Sephora.
Sephora is an equal opportunity employer and values diversity at our company.We do not discriminate on the basis of race religion color national origin ancestry citizenship gender gender identity sexual orientation age marital status military/veteran status or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.
Required Experience:
Manager
Employment Type
Full-Time
